REPORT ON THE FACULTY IMMERSION PROGRAMME AT HOTEL ITC GARDENIA

Date: 16 June 2025

Organized By: BGS Institute of Hotel Management
Location: ITC Gardenia, Bengaluru
Duration: Full-day Immersion Visit

Introduction

The BGS Institute of Hotel Management organized a Faculty Immersion Programme on 16 June 2025 at Hotel ITC Gardenia, Bengaluru, for its Faculty Members. The aim of this initiative was to expose faculty members to the operational intricacies, departmental functions, and sustainable practices adopted by one of India’s premier luxury eco-hotels. The visit facilitated practical learning and benchmarking opportunities aligned with current industry standards and trends.

Objectives of the Immersion Programme

• To bridge the gap between academia and industry.
• To help faculty better understand contemporary operational standards in the hospitality sector.
• To integrate real-time industry practices into classroom teaching and curriculum development.
• To foster institutional relationships with the hospitality industry for future collaboration.

Departments Visited and Operational Insights

1. Kitchen & Culinary Operations

Visited Units: Main Kitchen, Specialty Kitchens (Edo, Kebabs & Kurries, and Cajsa), Fabelle (Chocolate Shop)

Operational Highlights:

• Emphasis on sustainable gastronomy with farm-to-fork practices and minimal food wastage.
• Separate kitchen spaces for vegetarian and non-vegetarian preparation following ITC’s stringent hygiene protocols.
• Use of Sous Vide, Induction Cooking, and Blast Chillers to maintain quality and consistency.
• Demonstration of HACCP compliance and documentation processes.

2. Food & Beverage Service

Visited Outlets: Lotus Pavilion (All-day dining), Highland Nectar (Bar), Cubbon Pavilion (Buffet), and Banqueting and Event Facilities and Services

Operational Highlights:

• Showcase of guest flow management, reservation systems, and menu engineering.
• Introduction to Point of Sale (POS) Systems, beverage inventory controls, and guest feedback mechanisms.
• Highlight of service styles – Gueridon, Silver Service, Buffet setups, and Banquet protocols.
• Sustainability initiatives such as use of eco-friendly tableware and paperless billing.

3. Front Office

Visited Subsections: Reception and Lobby, Guest Relations, Concierge and Bell Desk, Business Centre

Operational Highlights:

• Use of Opera PMS for reservations, check-in/check-out, and room allocations.
• Focus on guest profiling, loyalty programs (Club ITC), and personalized guest experiences.
• Introduction to dynamic pricing strategies, yield management, and overbooking policies.
• Security and privacy protocols, including discreet check-ins for VIPs and high-profile guests.

4. Housekeeping

Visited Areas: Guest Rooms (Luxury, Executive and ITC One category), Laundry & Linen Room, Floristry and Uniform Room

Operational Highlights:

• Demonstration of room preparation standards, turndown service, and deep cleaning protocols.
• Use of green housekeeping chemicals, energy-efficient equipment, and water-saving linen policies.
• Inventory control, par stock maintenance, and guest amenity curation.
• Integration of Ergonomics and PMS modules for daily room assignments and inspection reports.

5. Human Resources

Operational Highlights:

• Overview of recruitment processes, onboarding, and training modules for associates.
• Emphasis on employee engagement, wellness initiatives, and retention strategies.
• Discussion on ITC’s SHINE Program for leadership grooming and performance management.
• Exposure to compliance mechanisms under labour laws and safety audits.

6. Sales & Marketing

Operational Highlights:

• Insights into B2B and B2C strategies, MICE business, and OTA partnerships.
• Use of data analytics for forecasting, competitor benchmarking, and digital marketing.
• Brand positioning through luxury experiences, eco-certification, and personalized promotions.
• Development of strategic alliances with corporates, travel agencies, and event planners.

7. Finance Department

Operational Highlights:

• Exposure to daily revenue reconciliation, cost control procedures, and departmental budgets.
• Understanding of inventory audits, purchase order systems, and vendor payments.
• Application of key performance indicators (KPIs) such as GOPPAR, RevPAR, and ADR.
• Insights into cash flow management, statutory compliance, and sustainability-linked investment.

8. Ancillary Departments Visited

• Engineering & Maintenance: Demonstration of energy-efficient HVAC systems, rainwater harvesting, and preventive maintenance schedules.
• Security: Overview of hotel surveillance systems, fire safety protocols, and emergency response planning.
• IT Systems: Exposure to network infrastructure, guest Wi-Fi, data security, and automation technologies used in guest rooms and public areas.

Key Learnings and Takeaways

• Holistic understanding of interdepartmental coordination in a luxury hospitality environment.
• Awareness of technological integration for seamless operations and guest satisfaction.
• Deep dive into eco-conscious practices, earning ITC Gardenia its LEED Platinum rating.
• Insights on employee-centric culture, industry-academia expectations, and talent development frameworks.

Importance of Industry Visits and Their Implication on the Industry-Academia Interface

Faculty immersion visits to premier hospitality establishments like ITC Gardenia hold substantial significance for both academic institutions and the hospitality industry. These engagements are not merely observational tours but strategic learning opportunities that bridge the often-discussed gap between theory and real-time practice.

1. Curriculum Relevance and Enrichment

• Enables faculty to update teaching content with current industry practices, trends, and technologies.
• Promotes inclusion of case studies, operational challenges, and sustainability models into academic discussions.

2. Faculty Development and Upskilling

• Strengthens the industry-readiness of faculty, equipping them with a better understanding of evolving hotel operations.
• Improves the pedagogical quality by allowing instructors to use practical examples, workflows, and SOPs in classroom teaching.

3. Student Employability Enhancement

• Faculty who understand industry expectations are better positioned to prepare students for placements, internships, and careers.
• Helps institutions to align soft skills and technical training with real-world standards.

4. Fostering Collaboration and Partnerships

• Opens up avenues for internships, guest lectures, expert talks, and research collaborations.
• Encourages joint curriculum development, CSR activities, and faculty exchange programs.

5. Encouragement of Research and Innovation

• Exposure to real-world problems and operational innovations inspires academic research in hospitality.
• Promotes applied research in areas like sustainability, technology adoption, and guest satisfaction models.

6. Bridging the Gap Between Expectation and Delivery

• Provides a clear understanding of the skills gap between graduate output and industry needs.
• Encourages institutions to revisit training methodology, assessment strategies, and industry readiness modules.

7. Enhancing Institutional Brand Equity

• Partnerships with prestigious brands like ITC Gardenia enhance the institution’s visibility, credibility, and relevance in the hospitality ecosystem.
• Contributes to NAAC/NBA accreditations, rankings, and stakeholder satisfaction.

Conclusion

The Faculty Immersion Programme at ITC Gardenia was a highly enriching experience, offering invaluable real-world insights into hotel operations. The hands-on exposure, combined with expert interactions and guided walkthroughs, has empowered the faculty members to enhance their teaching methodologies and align educational delivery with industry expectations.

This initiative marks a significant step in building stronger partnerships between academia and the hospitality industry. Such faculty immersion visits are not isolated activities but part of a long-term strategy to harmonize academic rigour with industrial agility. They create a dynamic interface where educators evolve as industry influencers, curriculum designers, and mentors who shape future-ready hospitality professionals.

Acknowledgement

The BGS Institute of Hotel Management extends its sincere gratitude to the Management, Mr. Maurice Sarkar, Learning and Development Manager, and Departmental Heads of ITC Gardenia for their hospitality, detailed briefings, and willingness to collaborate towards educational excellence.